Welcome to HDI San Antonio – “The IT Support/Service Management Community!”

Welcome to HDI San Antonio, "The IT Support/Service Management Community!"  Our mission is to serve San Antonio area businesses and organizations by helping them increase the value, stature and strategic importance of their Information Technology Support organization.  

What's in it for me?  Joining the HDI San Antonio Local Chapter gives area information technology leaders access to a variety of of resources including:

  • A community of Information Technology Professionals that gives San Antonio area IT Leaders an opportunity to "Connect" and share real-life  "Best Practices" in the areas of Service Management and Technology Support.
  • Programs & Events that feature industry SMEs leading presentations and discussions on  Information Technology Support and Service Management “Best Practices”.
  • Training and Certification in the areas of IT Support, Leadership, KCS and Service Management.
  • Annual Awards & Recognition Program that recognizes San Antonio’s top Information Technology Support Practitioners, Leaders and Teams. Awards include Service Desk Analyst of the Year, Desktop Support Technician of the Year, Manager of the Year, Team Excellence, KCS and Service Improvement.
  • Industry publications including white papers and the annual HDI Salary & Practices survey.
  • Discounts for HDI Annual Conference and Fusion.

Want to get hooked up?  Please contact Bernard Beaullieu our for more details and information on attending our next event.

HDI is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year.  Our Vision is to be the Premier Information Technology Support Association in South Texas.

July 27 & 28th – HDI Support Center Team Lead Training

HDI San Antonio is proud to sponsor the HDI Support Center Team Lead training leading to the HDI professional certification.  This course will be facilitated by a certified HDI instructor on July 27 & 28th and our host for this training class will be New Horizons Learning Center located at 2727 NW Loop 410.


The content of this course is appropriate for technical support professionals who must understand support center processes and best practices and who must master critical daily functions like quality monitoring, escalation procedures and agent coaching.

 

You can obtain more detailed information by contact Doug Rabold, Chapter President and VP of Training & Development, at 210-793-0069 or on the HDI website at the HDI Support Center Team Lead main page.

 

**When registering please use code TBSA for tracking purposes.

 

 

 

Special thanks to New Horizons Learning Centers of San Antonio for hosting this great training opportunity!

San Antonio HDI – Social Media Give Away – Event Tickets!

As a lead-in to the social media topic of our last meeting, Annita Hereford-Crump, VP of Social Media, announced a first-of-its-kind (for our chapter) Twitter-based giveaway!  The contest encouraged attendees to Tweet about the event with a drawing for two free tickets to any of our upcoming events for 2017 as the prize!

See below for the rules and the winner! Congrats and thanks for attending “UTSA Presents – Leveraging Social Media within Information Technology“. See you next time!

 

 


Rules for the drawing:

 

  1. Like/Follow one of our social media platforms (LinkedIn, Facebook, Twitter)
  2. Post a key take-away from the session by end of day.
  3. That’s it!!
  4. Winner will receive two free tickets to one of our next upcoming events to include themselves and their boss (or other company exec).
    *If the winner is already an HDI member, they will still receive two free tickets and can invite a guest of their choice, along with their boss.

 

Winner:
Leticia E. Perez
Information & Communication Technology at St. Philip’s College

Jesse, James and Doug hang with fellow HDI Local Chapter Officers from across North America, #HDILCOSummit

Jesse Vazquez, James Nelson and Doug Rabold represented the HDI San Antonio Board of Directors at the 2017 HDI Local Chapter Officers, LCO,  Leadership Summit, last weekend in Colorado Springs.

This is a fun filled weekend where LCO’s from across North America come together, connect and share best practices for leading an HDI Local Chapter Community.

We look forward to incorporating these great ideas and we serve our community.

HDI San Antonio – The IT Support/Service Management Community!

 

Looking to elevate your organization’s user experience? Join us June 15th, @UTSAoit ‏

Ben GarciaUTSA OITUTSA’s Office of Information Technology, OIT, has developed a strong Social Media strategy that they use to promote their IT Services. Please join us June 15 for lunch and be part of the conversation as Ben Garcia, Director of Customer Service and Operations Support shares UTSA’s Social Media journey from concept to today’s robust implementation.

 

 

Highlights of this interactive session include:

  • Governance
  • Interactive assessment – where do you stand?
  • Sample plan/checklist
  • Technical communications and support
  • Live feeds – OIT
  • Student Connect – Student dedicated Service Desk with social media service channel

HDI San Antonio, is The IT Support/Service Management Community, We offer San Antonio area Information Technology the opportunity to network and share best practices.

A special thanks goes out to our host, New Horizons Learning Centers.

San Antonio

Want to learn how a local San Antonio IT organization has embraced social media to deliver services?

Ben Garcia

Ben Garcia – UTSA Director of Customer Service and Operations Support – OIT

San Antonio

Thanks to our host, New Horizons Learning Centers

Please join us Thursday, June 15th for lunch and engage as Ben Garcia, UTSA’s Director of Customer Service and Operations Support – OIT share their social media journey.

Highlights of this interactive session include:

  • Governance
  • Interactive assessment – where do you stand?
  • Sample plan/checklist
  • Technical communications and support
  • Live feeds – OIT
  • Student Connect – Student dedicated Service Desk with social media channel

 

Admission is free for members and $15.00 for non-members.  Please click on the link below for  more information and registration.

Announcing the 2017 – 2018 HDI San Antonio Board of Directors

We are excited to announce our 2017-2018 HDI San Antonio Board of Directors.  Last week we completed our election process and our new Board is ready to serve!  We have a very strong team and look forward to doing great things this year.

First of all, we would like to start off by thanking Rosana Mason and Shawn McClelland for their work on our Board of Directors.  Both of you made great contributions and will be missed.  We wish you the both the best!

It is our pleasure to welcome new Board members, James Nelson, CGI, Annita Hereford-Crump, Capital Group and Rob Evans, Y&L Consulting.  These are great additions to the team.  We also want to recognize and thank returning Board members, Jesse Vazquez, Y&L Consulting, Stephen Steinbach, Whataburger, Bernard Beaullieu, Beaullieu & Associates and Doug Rabold, CPS Energy.

Please join me on congratulating Doug Rabold for being elected as President of HDI San Antonio.  We look forward to Doug’s leadership and are excited about the new ideas he brings to this year’s Board.

2017 – 2018 HDI San Antonio Board of Directors

VP of Communications Steve Steinbach, Whataburger


Steve Steinbach is currently working as Whataburger’s Product Analyst handling the administration of their mobile application and websites after working as an analyst for the Contact Center for more than five years. Having worked in the IT industry, specifically in customer service and technical support, for almost 20 years, Steve has a solid foundation of understanding the customer in a technical environment.

Steve is ITIL certified, is trained in HDI Knowledge Center Support Fundamentals and Service Center Team Lead, and CompTIA A+, and was the 2012 HDI Analyst of the  Year (Local Chapter) recipient.

 

 

VP of Vendor Relations •  James Nelson, CGI US

James Nelson, CGI Team Lead for the Multi Client \ CGI US Service Desk with the Global Infrastructure Service and Onshore Delivery team.  James has held several titles within his six prospering years with CGI from Queue Management, Trainer, Team Lead and acting Service Desk Manager.

He hopes to continue on his career path with CGI, one of the largest IT and business process services providers in the world.  As a CGI member We Listen. We Innovate. We Lead. We Deliver.

James is very proud and honored to have been chosen to sit of the Board for HDI and encourages his peers in the IT community to join with us here at our local San Antonio chapter.

 

VP of Social Media  • Annita Hereford-Crump, Capital-Group


As a Systems Support Senior Manager at the Capital Group, Annita Hereford-Crump is responsible for overseeing the service desk and security access teams in San Antonio, TX, and Irvine, CA. These teams support over 3,500 associates in the San Antonio, Irvine, Indianapolis, IN, and Norfolk, VA, offices. Annita is a Vice President of the American Funds Service Company; Transfer Agency for the Capital Group.

Prior to this role, Annita was a Senior Manager in their Shareholder Services department. She has been with Capital Group since 1998 and has over 16 years of management experience and 5 years of service desk experience.

Annita has been a member of HDI since 2012 and is HDI certified in Knowledge-Centered Support Principles. Her managers/associates describe her as Fun, Enthusiastic, Supportive, Inquisitive, Engaging, and a Natural Motivator. Annita is excited to apply these skills as a member of the board and in her role as VP of Social Media.

 

VP of Programs  Jesse Vazquez Jr, Y&L Consulting

Jesse Vazquez Jr, Y&L Consulting, Inc, a 15 year experienced IT Service Desk, Field Desktop Support, Incident, Problem, Change and Service Management professional. He is a A+ Certified Professional, a highly motivated, ambitious professional who brings a wealth of experience in leading people to meet the vision and mission of the organization.

He is also a proud 20 Year Retired US Army Veteran, and is HDI Support Center Team Lead Certified. Jesse has a Bachelor’s of Science in Management from the University of Phoenix.

 

 

VP of Events • Rob Evans, Y&L Consulting

Rob Evans, Y&L Consulting, Inc, Service Desk Practice Director, has 16 years of experience in the field of information technology with a focus in information systems support; Service Desk and Desktop.  Over the years, Rob has built and led support teams at several companies spanning multiple industries.  Rob is currently leading Y&L’s Service Desk Practice to deliver Value IT Services to its client partners, based on ITSM processes and ITIL frameworks.

Rob is ITIL v3 certified, named inventor of a patented Service Desk performance metrics reporting dashboard, and served 5 years in the US Army where he earned multiple awards, to include the Joint Service Commendation Medal for his support of the joint command operations in Afghanistan.  Rob is grateful to have an opportunity to serve on the board of directors for HDI.

 

VP of Membership Bernard Beaullieu, Beaullieu & Associates

Bernard Beaullieu, Beaullieu & Associates, Inc. has 25+ years of experience delivering Information Technology Solutions to Texas based Fortune 500 Companies. His diverse IT experience includes extensive IT Consulting and Staffing Services, Creation and Management of Service Desks, IT Support Teams, and Service Delivery, for a variety of projects and deployments, which have been successfully implemented in large enterprise organizations.

Mr. Beaullieu has a Bachelor’s of Science in Engineering Technology, is ITIL Foundations v2 & v3 Certified and is the founder of Beaullieu & Associates, Inc.  He serves the community in a variety of volunteer roles including: Centurion Military Alliance Warrior Transitioning Program, Habitat for Humanity, Student Career Mentoring, and serving on the board for HDI.

 

President Doug Rabold, CPS Energy

Doug Rabold, CPS Energy, is an experienced leader and public speaker with a diversified resume. Prior to joining CPS as Manager of IT Service Delivery in 2015, Doug assumed progressively growing responsibilities in leadership roles on Sales, Service Desk and Project teams. Doug is most proud of his reputation as a developer of people and his contributions toward helping the Whataburger Contact Center win the 2015 HDI Team Excellence Award.

Doug has been a member of HDI since 2012 and holds numerous HDI, ITIL and KCS certifications. He was a speaker at the 2017 HDI Conference and has been selected to speak at the FUSION17 conference. Doug is very honored at being reelected to the San Antonio Chapter Board of Directors. In his role as Chapter President, Doug welcomes your feedback on leveraging networking, membership, programs and training to grow and develop our San Antonio chapter and the local technology community at large.

 

 

We look forward to seeing everyone on June 15th for our HDI San Antonio event, UTSA presents – Leveraging Social Media Within Information Technology.

 

Eventbrite - UTSA Presents - Leveraging Social Media within Information Technology